DELIVERY
Goods are nearly always dispatched within 24 hours (Monday - Thursday)
We therefore typically deliver in the following timescales;
Mainland UK Mainland (exc. Highlands): 2 days from order receipt (Order Day 1 - Despatched Day 2 - Delivery Day 3)
Ireland, Netherlands, Belgium and France: Unfortunately we are no longer able to supply into these regions and we are sorry about this. This is due to the significant extra costs and logistical issues associated with the export of dairy produce from the UK at current. We are keenly looking to open up new routes of supply as soon as we can - please keep an eye on our website and social media for updates on this.
Please note we don’t despatch parcels on Fridays, therefore orders received on a Thursday after 7AM or Friday will be despatched on the following Monday.
You can also request a specific delivery date at checkout and we will try our very best to accommodate (excluding the festive period between 29th November and 1st January)
Should you need to change your delivery address, please email us at enquiries@joseph-heler.co.uk
Your order will be delivered by Royal Mail. You will receive an email or SMS telling you the specific hour your order will be delivered and be able to see detailed tracking on the Royal Mail website and even change your delivery to suit you - meaning you'll always know where your order is.
FAQ's
Here are a few things you might like to know. If of course you have any further questions then please email us at cheese@joseph-heler.co.uk or by using our contact form in our website footer.
What are the delivery costs?
We charge £4.95 for delivery to mainland UK and a subsidised rate of £9.95 to extended UK delivery areas - Northern Ireland, Highlands & Islands and Channel Islands.
On orders over £30 we offer free delivery to the UK Mainland exc. Highlands. Sadly we are unable to offer this outside of the UK Mainland (exc. Highlands) due to the high costs associated with the delivery.
What is your refund and returns policy?
Our aim is to deliver all gifts promptly and in perfect condition. In the unlikely event that there is a problem with your order, please follow the following guidelines:
If the problem is the fault of Joseph Heler we will either re-deliver or refund your purchased product, depending on your preference. We insist however that you let us know within 24 hours of receiving your order.
If there is a mistake submitted on the order form e.g. incorrect information, Joseph Heler cannot be held responsible for it. However, we will work with you to try and correct the issue.
If nobody is there to sign for your delivery and your cheese is left un-chilled Joseph Heler cannot offer a refund.
If you are dissatisfied, even just a little bit, with any of the products or services provided by Joseph Heler we’d really like to know about it. You can send feedback, comments and questions to cheese@joseph-heler.co.uk or write to us at: Joseph Heler Cheese, Laurels Farm, Hatherton, Nantwich, Cheshire CW5 7PE
Can I order a gift and send this direct to their address?
Yes. At the checkout, there will be an option to add a shipping address which can be different to the billing address.
We strongly recommend that you submit both your email address and contact number at the checkout. This means that you will receive an order confirmation and a prompt from DPD on the day of delivery with your two-hour delivery window. It is the responsibility of the buyer to ensure that the recipient is in to receive the parcel, or to arrange alternative delivery options with DPD.
Can my order be sent to multiple addresses?
Unfortunately, we are unable to ship an order to multiple addresses. If you wish to ship to multiple addresses, we ask that you place your orders separately through our website to ensure that the correct address and gift message is allocated to each order. Free delivery is available via the website for orders over £30.
Can I add a gift message to my order?
Yes. We are happy to include a complimentary gift card with a message of your choice. At the checkout, please ensure you leave a note of your gift message, and this will be included in your parcel. Please note, gift messages will be directly copied from your order confirmation and cannot be added after you check out. All gift messages will be copied exactly as submitted, so please double check you are happy before submitting as this cannot be changed later.
Product FAQ's
Does my delivery need to be refrigerated?
Cheese and dairy products need to be refrigerated at 3-5°C as soon as possible upon receipt of your parcel. Cheese and dairy products will be delivered in an insulated liner with an ice pack which will keep your order chilled in transit.
Do the cheeses contain pasteurised milk?
Yes, all cheeses stocked on our website are made using pasteurised milk.
Are your products vegetarian?
All the items on our website are vegetarian.
What is the shelf life of your products?
All of our products have a varying shelf life. Please refer to the product descriptions on the shop page for the minimum guaranteed shelf life of the products upon delivery.
Milk, Nuts, Gluten, Wheat, Barley and Sulphites: Allergen information
All products are stored in one fulfilment facility that includes storage of nut containing products. Therefore we cannot guarantee there will be absolutely no contamination of allergens including nuts, to any of our product range.
Joseph Heler cheese and butter range: Joseph Heler cheese and butters do contain Milk. Joseph Heler cheese and butters do not any contain nuts, wheat or gluten. Joseph Heler Cheeses are produced on a designated nut free site, which also does not handle wheat or gluten. Our products are stored in an external fulfilment facility, alongside products that do contain nuts therefore we cannot guarantee no cross contamination.
For information on our waxed truckle cheese range please see the Cheshire Cheese Company website.
